Customer Support Executive

About the Role

The Customer Support Officer will serve as a key point of contact between customers, vendors, and internal teams to maintain customer satisfaction and build trust in the brand. The role involves handling customer queries, resolving app-related issues, assisting customers with orders and payments, and supporting vendor-related requests, ensuring timely resolution of complaints.

Key Responsibilities

• Customer Support & Query Resolution

• Respond to customer queries through phone calls, email, WhatsApp, chat, and other designated support channels.

• Assist users with app registration, login, profile management, navigation, and general feature-related queries.

• Provide accurate information about the app, its features, services, and available resources.

• Understand customer concerns and provide timely, professional, and helpful resolutions.

• Escalate technical issues, complaints, and complex cases to the appropriate internal team.

• Maintain a polite, empathetic, and customer-friendly approach in every interaction.

• E-commerce Customer Support

• Assist customers with product enquiries, order placement, order status, delivery updates, cancellations, returns, refunds, and replacement requests.

• Coordinate with vendors, logistics partners, and internal operations teams to resolve order-related issues.

• Help customers understand product information, pricing, availability, and applicable policies.

• Track complaints and follow up until the issue is resolved.

• Support customers with payment-related queries and coordinate with the relevant team when transactions require investigation.

• Ensure customers receive clear updates regarding their requests and complaints.

• Vendor Support & Coordination

• Assist onboarded vendors with registration, account access, product listings, catalogue updates, and general platform-related queries.

• Guide vendors through the onboarding process and help them understand marketplace procedures.

• Coordinate with vendors to resolve product availability, order fulfilment, and customer complaint issues.

• Follow up on pending vendor requests and ensure timely communication.

• Maintain professional relationships with vendors to improve their experience on the platform.

• Complaint Management & Customer Satisfaction

• Record, categorise, prioritise, and track customer complaints.

• Follow defined response and resolution timelines.

• Maintain a record of recurring customer issues and recommend improvements to the support process.

• Collect customer feedback and share suggestions for improving the app and shopping experience.

• Proactively follow up on unresolved cases to ensure customer satisfaction.

• Handle sensitive customer information responsibly and follow company privacy and data protection policies.

• Reporting & Coordination

• Maintain accurate records of customer interactions, complaints, resolutions, and escalations in the designated CRM or tracking system.

• Prepare daily, weekly, and monthly customer support reports.

• Coordinate with development, sales, marketing, operations, and vendor management teams.

• Identify recurring technical or operational problems and report them to the appropriate team.

• Assist in creating FAQs, standard responses, support guides, and knowledge-base articles.

Requirements & Tech Stack

• Good verbal and written communication skills in English, Hindi, and Bengali.
• Strong listening, problem-solving, interpersonal, and customer-handling skills.
• Basic understanding of mobile applications, websites, e-commerce platforms, and online payments.
• Familiarity with email, WhatsApp Business, MS Excel, Google Sheets, and CRM or ticketing tools.
• Ability to manage multiple customer requests while maintaining accuracy and professionalism.
• Patient, empathetic, organised, and comfortable working in a fast-paced startup environment.

Qualifications

• Graduate in any discipline.
• Candidates with customer service, business administration, or communication backgrounds will be preferred.
• 03 years of experience in customer support, customer service, e-commerce operations, or a similar role.
• Freshers with excellent communication skills and a willingness to learn may also apply.

Key Performance Indicators (KPIs)

Performance will be assessed against the following metrics:

• Average first-response time.
• Average complaint resolution time.
• Customer satisfaction score (CSAT).
• First-contact resolution rate.
• Number of customer queries resolved within the defined SLA.
• Accuracy of customer records and support documentation.
• Quality of communication and customer feedback.
• Effectiveness of vendor coordination and issue resolution.
• Number of pending and overdue support tickets.